Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Marketing & IT need to talk a bit more

The study, involving over 200 UK-based marketing and IT decision makers, reveals 79% of IT professionals believe they work collaboratively with marketing, but only 58% of marketers agree.

There is an evident appetite from IT to unite with marketing colleagues to influence web strategies and digital growth, but marketers are keen to retain ownership of areas such as mobile strategies, ecommerce platforms and marketing automation.

However, there is one clear area where the desire for collaboration from both marketing and IT professionals is high - achieving an overarching goal of delivering improved customer experience through data strategy.

Key findings from the report included:

• Marketing and IT agree that shaping customer experience is the most important area for collaboration, with 71% of marketing professionals and 57% of IT believing both roles should have influence;
• 39% of marketing professionals have no access to basic customer data, such as demographics, purchase history or behavioural;
• IT professionals are struggling with data strategy, with a third agreeing that they know the data they need but have not been able to implement it into business operations;
• Cost, security and integration are the biggest challenges facing IT for data strategies.

"As marketing becomes increasingly focused on improving the customer experience, the role of data and technology becomes more important within the discipline. It's a driving force behind how the relationship between marketing and IT is changing, as the roles of CMO and CIO become almost intertwined," said Maria Wasing, vice president of global marketing for EPiServer. "The way marketers build, access and use data is creating new ways of working for today's marketing teams. As the owners and those with the skills to manage data, IT is showing a clear desire to collaborate with their marketing colleagues, but there is a disparity in the perception of the value of this critical relationship."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)